Developing ongoing training

- Now let's look at areas that will help in developing…ongoing, continuous skills training…and to tackle new training opportunities as well.…First, utilize all the resources at your disposal.…You may have more than you think…or are currently using.…Many organizations that I work with…don't take full advantage or leverage resources…that are available.…As an example, if there's training that another…department has implemented,…can you license it and use it for the service desk?…Can you allocate resources from another group…to help assess and create training?…Be creative, assess and use your resources.…

Here are categories of tools that will help…implement ongoing training.…Metrics reports, this can be from your service…management system and from your ACD.…Quality assurance scorecards from your formal quality…checks.…Informal quality checks of your tickets, emails,…chats, calls, and knowledge articles.…Customer survey or customer experience surveys.…SOP review that is constant and based on your top…contact drivers.…

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Released

7/31/2017

No service desk runs efficiently without proper oversight. Service desk managers are key to effective tech support teams—and industry-proven methodologies and tools are key to a manager's success. This course covers the processes and tools new IT managers need to manage service desk staff and make service desk-related system decisions for the company. First, get familiar with different service desk staffing models and processes. Learn about the telephony systems and software—including social media management tools—that a service desk requires. Find out how to develop a system to ensure quality and define metrics to measure success. Plus, learn how to build important relationships with customers, within the team, and with other IT groups at your company. Instructor Fancy Mills has been helping technical support teams manage staffing and standard operating procedures for over 20 years. Let her help you develop the skills to manage your service desk and increase customer satisfaction.